A Client-Satisfaction-Based Model of Urban Public Service Delivery Organizational Effectiveness

Research output: Contribution to journalArticlepeer-review

Abstract

This article proposes a model for measuring the performance of urban public service delivery agencies. It also presents the results of the model's application to a case study involving urban housing policy organizations (HPOs) in Cameroon. The model incorporates consumer satisfaction, an obvious indicator of the effectiveness construct that is conspicuously lacking in extant models of organizational effectiveness. By incorporating this indicator, the model is potentially useful to especially city government officials interested in evaluating local public service delivery agencies from the point of view of those they profess to serve, the citizens.

Original languageAmerican English
JournalSocial Indicators Research
Volume32
StatePublished - Jul 1 1994

Keywords

  • Service Delivery
  • Public Service
  • Government Official
  • Housing Policy
  • Consumer Satisfaction

Disciplines

  • Earth Sciences

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